CUSTOMER ACQUISITION
& RETENTION

AN ICON CASE STUDY

THE CLIENT

An online vacation rental marketplace operating in 23 languages. With over 2 million bookable vacation rentals, the client connects homeowners with customers looking for alternatives to hotel accommodation for their vacation or travel needs.

SECTOR

Enterprise Property Management.

COOPERATION LAUNCH

April 2015

THE PROBLEM

The client needed to centralise segments of their customer acquisition and retention activity in order to: reduce their fixed costs, boost sales performance, and improve customer service levels.
A partner was required to manage growth and customers in the UK, France, Portugal, Spain, Netherlands, Scandinavia, Germany, Italy, the US and Brazil.
It was important that the Texas-based client had access to a workforce of native-level speakers covering all requisite languages within their footprint.

WHY ICON?

Central European location for access to native-level multilingual resource

19 years’ experience in sales and CX

Development of bespoke in-house training and upskilling team

Real-time performance monitoring

Demonstrable continuous improvement processes

Proven KPI delivery

SCOPE OF WORK

Customer Acquisition
(sales)

Customer
Onboarding

Account
Optimisation

Customer
Retention

TECHNICAL INFRASTRUCTURE

SOLUTION & RESULTS

4 %
improvement on the property listing target (2021)
21980 +
customers consulted (2021)
50450
properties optimised (2021)
  • The client has increased market share in every market under ICON’s responsibility.
  • ICON consistently outperforms the client’s other outsourced service locations.
  • The client consistently scores ICON 9/10 on Net Promoter Score surveys.

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For a free consultation about how ICON’s outsourcing solutions can grow your business and care for your customers in their native language, please contact Julian Little from ICON’s New Business Team.

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